Originally Posted by Parody

I gave you TWO answers on page 5! You completely ignored them and continued to verbally flail around for another page, I'm sorry but if you're so frustrated that you wont even bother reading every post in your own thread, then you are beyond any help we (the people that aren't even here to cater to your childish outbursts) can give you. Go ask your mom.

Originally Posted by hellnick

saatanan.runkkari@nokia.fi

--------------------------------------------------
From: <ext-custservicemy@nokia.com>
Sent: Thursday, May 21, 2009 10:53 AM
To: xyes
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]

Reference no. : SR 1-xxxxxxxxxx
Hi Benjamin,
Thanks for your reply with the requested information. Rest assured that I have escalated this matter to the relevant department and that your case will be looked into closely.
Once any feedback or information is received, you will be contacted at the soonest possible. Your kind patience and co-operation with us is much appreciated, Benjamin.
Do you know you can now update your phone software at your own convenience?
Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

Kind regards,
Naz
Nokia Careline
Please contact us at 1 300 88 1600
www.nokia.com.my/support
[THREAD ID:1-xxxxxxx]

-----Original Message-----
From: xyes
Sent: 20/05/2009 09:24:24 AM
To: <ext-custservicemy@nokia.com>
Cc: <>; <>
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]

Hi Renuka,
Many thanks for your attention on this issue.
Please find attached the JO, the details you're asking is inside.

Regards,
Benjamin

From: ext-custservicemy@nokia.com
Sent: Tuesday 19 May 2009 19:11
To: <>
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]

Reference no.: 1-xxxxxxxxxx

Hi Benjamin,
Thank you for the detailed explanation. I assure you that your feedback will not fall upon deaf ears. We will do our best to address all of your concerns.
I would be more than happy to forward your concerns and to arrange someone from the Nokia Care Centre to contact you and address your concerns. However Benjamin, in order for me to do so, I would appreciate if you could revert with the following details:
1) IMEI:
Note: You may obtain the IMEI number of your Nokia phone by pressing on *#06# on your standby screen. Alternatively, you may view the IMEI number on the sticker which is located behind the battery compartment. All you need to do is to remove the back cover and battery to check on the sticker for your IMEI number.
2) Kindly confirm that your phone was sent for repairs at Nokia Care Centre Sunway Pyramid and the job tracking number is: NS100xxxxxx
3) Kindly confirm where does “Anderson” is located? Please note that we can only arrange a callback if Anderson is from our Nokia Care Centre or an authorised dealer?
4) Has anyone contacted you from the Nokia Care Centre regarding your concerns
Hope to hear from you soon.
Thank you for emailing Nokia Careline! Please help us serve you better by providing your valuable feedback at:
Do you know you can now update your phone software at your own convenience?
Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

Kind regards,
Renuka
Nokia Careline
Please contact us at 1 300 88 1600
www.nokia.com.my/support
[THREAD ID:1-xxxxxxx]

-----Original Message-----
From: xyes
Sent: 19/05/2009 12:32:12 AM
To: ext-custservicemy@nokia.com
Cc: <>
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]

Thanks, Eva.
There'll be a slight problem regarding your proposal.
The technician whom did the repair was not stationed at the NCC I mentioned & I'm not sure if you can guide me to a possible telephone conversation to understand in the details.
I agree that this email can't serve to make this issue in a satifactory closure despite the fact that I've tried to explain the issue in the best way but it's still not being understood well enough. And I'm still getting the response of Nokia's superiority despite the fact that the auxilary battery on the phone panel didn't run out or malfunction since the purchase & I was told that I was not the first one that made the complaint.
I hope you can help to setup the tele-conversation with Anderson whom did the repair.
I can be reached at the following number.

Regards,
Benjamin
DID: +60
Mobile: +60

----- Original Message -----
From: ext-custservicemy@nokia.com
Date: Thursday, May 14, 2009 12:30
Subject: RE: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]
To: xyes

Reference no. : SR 1-xxxxxxxxxx

Hi Benjamin,

Hope you are fine.

I have gone through your elaborate email in order to understand the issue better. From you email, it is understood that the phone has been repaired successfully except that you are not satisfied as to why the only the phone’s panel was changed and not been offered a new phone for you in replacement.
After doing a thorough checking regarding your battery enquiry, I can assure you that currently there are no reports of this phone or the battery having any generic issues. Nokia only sells products that have undergone strict and proper assessment and testing before it is declared ready for sale. I regret to inform that there is no replacement or refund policy for Nokia phones and accessories.
The best action is to send the phone to the Nokia Care Center (NCC) where the technicians would have the proper tools and necessary expertise to effectively assess your phone with utmost care. They will also make the necessary repair which they deem is needed for the phone to function properly. As such, it is always best to refer to them if you have any issues regarding the repair that we can’t solve for you here via email.
I hope the above helps to clarify your query, Benjamin. Do feel free to get back to us if you need any information. We will be glad to help you out.
Any inconvenience is deeply regretted.
Thank you for emailing Nokia Careline.
Do you know you can now update your phone software at your own convenience?
Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

Kind regards,
Eva
Nokia Careline
Please contact us at 1 300 88 1600
www.nokia.com.my/support
[THREAD ID:1-xxxxxxx]

-----Original Message-----
From: xyes
Sent: 14/05/2009 02:01:26 AM
To: ext-custservicemy@nokia.com
Cc: <>; care@nokia.com
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]

Hi Eva & Nokia Care, I'm replying this email in view the issue has obviously not being understood clearly or there hasn't been much update after all. Let me try to put the issue into chronological perspective.
6/4/09 I sent in my phone to NCC at Sunway Pyramid, Selangor, after NSU failed to update the phone to the latest firmware properly rendering the phone can't be started up at all. JO was issued for the job but missing out the additional feedback I've provided which is the reset of time/date after every reboot & the signal drop (during call) issue that happened occasionally. These 2 issue was later handwritten on the JO.
11/4/09 I was called to collect my phone which completed repair. I noticed that the panel & camera module was changed. However, I was unhappy to find out that the panel could not have been changed because time/date reset problem is still there which is very clear associated to the auxilary battery has run out, also noticed everything on the board is still the same, including the PCB weekcode & the IMEI & Sirim stickers are still nicely in tact with my marking before repair. I'm particularly unhappy that the panel is changed but not a new set is replaced. These are the doubts on the jobs that were done on the phone is not only poorly debugged but also no after-repair check.
17/4/09 I was called again to collect my phone which has been changed the aux. battery. First thing I noticed was the dampered/damage screen protector. As there's no obvious scratch on the screen, I allowed the serviceman to change the screen protector on-the-spot by taking it from a new set its screen protector as per they offered. I've check that the time/date reset after reboot no longer an issue but I was not able to check if signal drop during call is still an issue. No problem up to date, though. However, I also found that the phone freezes occasionally when I reboot them. But as since this is not a prominent issue affecting the usage of the phone, i was satisfied with the 2nd job done & went off from the NCC.
I'm very disapponted that why the panel was changed yet the old problem persists & why not a new set is replaced to me. Further disappointment from below email stating that there's nothing can be done & telling me that "I hope you will get your phone back in good shape after the repair" which indicating no understanding of the complaint here because the email was sent after the collection of the phone. To make it worse, there's a note down there asking me to use NSU which is definitely no way for now that I'm going to use it on the current PC that has magnified the problem from Nokia after a failure in NSU process.
I hope to see update & follow-up on this, what has been done & what can be done?

Regards,
Benjamin
----- Original Message -----
From: ext-custservicemy@nokia.com
Date: Monday, April 20, 2009 8:21
Subject: Nokia - Benjamin - Nokia 5800 Xpress Music Repair Enquiry[THREAD ID:1-xxxxxxx]
To: xyes

Reference no. : SR 1-xxxxxxxxxx

Hi Benjamin,
Hope you are in good health.
I am very sorry to hear of the situation that you have been through. I understand that you must be feeling frustrated and disappointed that your new 5800 Xpress Music is having issues like this.
You have done a good move by sending in the phone to the Nokia Care Center (NCC). This might not be what you want to hear right now. But, they are indeed the best persons to look into your phone and assess it accurately for you. In fact, that is what I would recommend for you to do.
As of now, I am sorry to say that I am unable to take any action for you just yet. However, worry not Benjamin, as all your feedback and comments have been forwarded to the relevant department and we will look into this matter so as to avoid the repentance of the same issue.
I hope you will get your phone back in good shape after the repair. Thank you so much for your kind patience so far. Do email us again if you need further assistance, Benjamin.
Any inconvenience is much regretted.
Thank you for emailing Nokia Careline. Please help us serve you better by providing your valuable feedback at the link below:
http://digiumenterprise.com/answer/?inv=13877541&chk=N3S8T2NC&anslang=0>
Do you know you can now update your phone software at your own convenience?
Visit www.nokia.com.my/support to check if your phone model is supported and download the "Nokia Software Updater".

Kind regards,
Eva
Nokia Careline
Please contact us at 1 300 88 1600
www.nokia.com.my/support
[THREAD ID:1-xxxxxxx]

-----Original Message-----
From: xyes
Sent: 19/04/2009 12:34:03 PM
To: ext-custservicemy@nokia.com
Subject: WebForm Automated Email

[Email address:xyes]
[Salutations:Mr.]
[First name:Benjamin]
[Last name:]
[Country:MALAYSIA]
[Language:English]
[Gender:M]
[Contact topic:Nokia services and software]
[Contact subtopic:Other services or software]
[Message:I recently (6 April 2009) sent in my Nokia 5800XM to Nokia Care after the Software Updater failed my phone after a successful update which it cannot be on. As I've informed the centre (whom later handwritten it on the job order) that my device previously has had problem on the phone for its aux battery doesn't work & causing me to reset date/time everytime the phone is put on; also sometime voice loss during call due to sudden disappearance of signal. I was called to collect my device on 11 April which I went but the repair obviously didn't on par to what it says on the job order NS100xxxxxxx:
1) Replace panel
2) Replace camera module
3) Upgrade software
If the above did happen, the aux battery should have been a new one, but I still need to reset date/time when I restart my device again, the serial number is still the same on the board & the same PCB weekcode is still observed.
The device has to send in again. I was called again to collect it on 17 April. My screen protector was pampered but it was replaced with the protector from the new set manually, though i'm not quite happy with how the workmanship of this protector replacement. The most important part of the job is questionable, why'd a job incomplete not checked, why a new panel remains with the old problem of the original panel, why the camera module needs to be changed, how about the job on signal loss during the call? I can't seem to link this to a good job done, my best guess is that the workmanship is poor, no testing was done after repair (seems to me no QC too), the job doesn't solve the customer's complaint. Also, if so much has to be changed, why not a new set is replaced? As a matter of fact, I still find the device sometimes stalled with only the button lights up when I restart it & I've to take out the battery to start it again. I urge Nokia to look into this, if this continues, I bet Nokia would not be many's favourite brand anymore, considering more phones initial release tends to come with]

[Phone model:]
[Mobile:+60]
[IMEI:]
[Product code:]
[Operator:]
[Operating system:]
[Web browser:]
[Online shop order number:]
[Product software version:]
[Maps application version:]
[Navigation licenses purchased:]
[Map data installed:]
[User ID/user name:]
[Service name:]

Originally Posted by arne.anka

what makes you think, nokia would publish such an email address or even has one?

despite all claims this forum not being a part of official nokia customer support, i am convinced it is considered by nokia as first line of defence against customers and supposed to take the brunt.

the 2nd line would be nokia.com's forum, the 3d maybe the local support points.
i am pretty sure, nokia.com does not want any direct contact with its customers (except the online shop and that horrible ovi thingumabob, of course).

Originally Posted by abill_uk

Yes i agree with you here simply because they may not like what comes ha but never the less it would be soooo wonderful IF an email address could be found.
It would certainly make Nokia think twice before letting out a product with such disasterous rebounds.

Originally Posted by Rauha

Take the two first words hellnicks post.

Send them to: olli-pekka.kallasvuo@nokia.com

Constructive criticism accomplished,

Originally Posted by abill_uk

I want (need) everyone to read this thread because it is now getting rediculas and all for what? an email address for gods sake, and after going to the links you gave me i got the same... a form, thats not what i want to find out becuase its not an email address ok.